Building a good customer experience does not happen by accident. It happens by design.

Closeup of online customer service satisfaction survey on a smart phone.

Building a good customer experience does not happen by accident. It happens by design.

Our clients are at the heart of everything we do and our vast experience in the Will writing and legal services arena means we have gained a thorough understanding of what our clients/customers really want from us, which means we are always striving to improve how we deliver our services to them and ensure that they receive the absolute best possible customer experience.

Our clients are demanding more than just technically correct documents, important as that is.

It’s all about communication.

Communication is not just part of customer service; it is the most important part of customer service and so how we communicate with our customers is critical.

If Covid-19 has taught us anything it’s just how well our clients have adapted to change and embraced the use of technology in order to “get the job done” and this got us thinking……..

Why not utilise technology to radically improve this communication?

From a customer’s viewpoint, what everyone wants is a service that accurately communicates all stages of the process, the ability to ask questions easily, is simple to use, safe, reliable and fast!
So, why not just use email to communicate with your customers? They meet all the above requirements right? Wrong!

Email is not secure. Hackers can intercept and modify emails without you or your client realising! Our industry is seeing an increasing number of cybersecurity problems relating to use and misuse of emails. We have been working hard to find an easy-to-use solution to ensure that important data and documentation can be transmitted digitally and, more importantly, in a safe and efficient manner.

As a company we had been researching the market for some time, looking for a system which we could use as a new, safe and efficient way of communicating with our clients.

Ideally, we wanted to work in partnership with a company which is progressive, like-minded and sufficiently flexible to incorporate our individual requirements. The aim being to build a complete 2- way communication system for all of our clients.

Having reviewed a number of products and services, our chosen provider for this service is Alpha Legal and we have partnered with them.

What is Alpha Legal?

Alpha Legal is a web-based secure client communication system. It is easy to use (both for you and your clients) and has been built for the Legal services industry. It has a number of growing capabilities enabling you to send secure messages to your clients, request ID documents, complete forms and share information in a GDPR-compliant and simple way.

Further features are also being developed to allow the uploading and signing of documents.

Alpha Legal is also able to link their system with your own in-house systems and currently is linked into our own Will writing software, Countrywide Legacy. This saves you time and effort and enables information to be passed in both directions between the platforms meaning you won’t have to key information in twice!

The system has been set up to allow ID requests to be launched direct to the client from our will writing software and documents can also be sent direct to the client once processed through the Countrywide Legacy software, ensuring a seamless process.

How do you subscribe?

Alpha Legal is an independent company and you will need to contact them directly to subscribe. You can do so by clicking here and if you register now you will get 50 credits included, meaning you can sign up risk-free!

For more information please click here.

This article was submitted to be published by Countrywide as part of their advertising agreement with Today’s Wills and Probate. The views expressed in this article are those of the submitter and not those of Today’s Wills and Probate.

Charlotte Ponder LL.B (Hons) TEP

Charlotte Ponder LL.B (Hons) TEP is the Legal Director of Countrywide Tax & Trust Corporation Ltd and Countrywide Legacy, Charlotte holds a key responsibility in overseeing the running of the company as well as ensuring that the day-to-day operations run smoothly.

With a strong legal background, Charlotte is well placed to take on this demanding position, having worked in multiple areas of law before progressing to Countrywide and interacted directly with clients to explain complex concepts in a simple manner.

Following her studies and being called to the Bar, Charlotte’s legal career began in family law. As well as providing a strong foundation for her legal experience to build upon, here she also witnessed many divorce cases involving high asset losses, sparking her interest in how such consequences could be prevented.